WFM Manager

Harte Hanks

Is a verified Kalibrr employer

1 opening
Preferred Educational Attainment
Graduated from college
a month ago
Application deadline
in 22 days
Recruiter responds
0% of the time
Recruiter last seen
4 days ago
Business Process Outsourcing
Employment Type
Full time
Office Address
4th Floor, Market! Market! Mall, Fort Bonifacio, Taguig, Philippines
Minimum Qualifications:
Graduated from college
  • Strong analytical and planning skills;
  • Good communication and presentation skills;
  • Excellent problem-solving skills;
Job Description

Function Specific:

  • Responsible for analyzing, tracking and reporting budgetary performance to the Senior Director and Operations Mangers on a monthly basis. Provide staffing forecasts, new hire class requirements, and turnover projects for annual budgets
  • Create various informational reports for Human Resources, Account Services and other departments
  • Manage the demands of a high-volume inbound Call/Contact center including overseeing and actively participating in the scheduling and workforce management functions
  • Manage and coordinate a team responsible for forecasting, budgeting, scheduling and workforce management in a Call/Contact Center environment
  • Ensure the account is staffed according to projected needs on a daily basis
  • Coordinate vacation requests and communicate schedules to Call Center Supervisors
  • Provide written reports as needed

Leadership and Management:

  • Adopt and develop a management style of engagement, professionalism and openness.
  • Develop and communicate a clear vision of the business goals to drive results.
  • Build relationships with employees; establish rapport, trust and credibility
  • Evaluate and develop team members to align capabilities with roles business needs and career development.
  • Maintain clarity of and communicate the company’s vision and values
  • Facilitate communication and collaboration within the function and across Harte Hanks
  • Actively monitor and improve employee commitment, using the Harte Hanks employee survey tools and insights.


  • Supervises work of others, including planning, assigning, scheduling and reviewing work, ensuring quality standards.
  • Is responsible for hiring, terminating, training and developing, reviewing performance and administering corrective action for staff.
  • Plans organizational structure and job content.
  • Perform monthly and annual reviews and make appropriate wage and rate recommendations within budgetary limitations
  • Manage staff responsible for forecasting call volumes, staffing levels, call handling times, service levels, payroll hours, shrinkage levels, occupancy levels, turnover, etc.
About Harte Hanks
Brand engagement is all well and good, but unless it moves a customer to act, it’s worthless. To do this, to go beyond engagement, we can’t simply be a company of the best, brightest, smartest, most passionate and most creative. We hire people who get things done. Then we empower them. To act and to accomplish. To not just think, but execute our one goal, your one goal: To galvanize each aspect of your marketing effort in order to optimize every customer interaction at its single most critical point in time – the moment to click, subscribe, buy, respond or act.

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